What is Active Listening?

Active listening definition: active listening is the process of paying attention to, and interpreting the underlying message of, customer interactions.

Active listening is an advanced listening technique where the listener – typically a brand representative – makes a conscious effort to look at all aspects of a conversation.

They will look for elements used by a customer such as:

• Words, sounds, and tonality
• Body language and expressions

By effectively interpreting these, we are able to gain a deeper insight into what the customer is really trying to say.

For example:

Sales reps who use active listening may notice that a customer’s objection to the price of your product is actually them expressing doubt this is the correct solution for them.

Popularity of the term Active Listening

Concept related to Active Listening

• Social listening

Additional resources about Active Listening

• Listen Up: How Active Listening Transforms Your Marketing
• Active Listening Helps Drive Sales
• Active Listening is an Effective Listening Skill and Strategy